Duane Patrick Email & Phone Number

Deliver a quality, effective, Business Assurance service across the Customer Service Directorate. Carry out reviews of our policies, strategies, improvement plans and operational services to obtain assurance that we are meeting legislative and regulatory requirements, and that services are meeting quality standards. Support teams to identify necessary actions and develop SMART improvement plans.Role model Our Riverside Way values, and work closely with other teams to ensure that services meet our aspirations, and that our customers trust us to deliver on our commitments. Drive the continuous improvement of the customer experience, while relentlessly reducing waste and improving value for money.

Irvine

A brand-new function within one of the largest social housing providers in the UK, I have the responsibility of managing 12 income collection officers, who individually managed patches across the whole of the UK, they are responsible for contacting tenants in arrears, discussing payment plans, and signposting tenants for help. I am solely responsible for two regions on my own, Scotland and South and Central England, which covers nearly 12,000 homes, and ensure the arrears are being managed and reducing. I am responsible for performance management of my team, auditing and providing feedback, along with attendance management. On top of my normal duties, I am the ambassador for my function, a brand-new role, helping shape and deliver the Values throughout the organisation. I also was the digital champion for my function, to help facilitate several digital changes happening across the organisation, including the introduction of Office 365, and a new Peoples Hub, for HR management. I was recognised as a Riverside Star for my work in help implementing these changes.

Kilmarnock, United Kingdom

A brand new role in the company, my team’s first task was to set up a new audit process designed to support, coach, and develop managers while measuring their coaching effectiveness and compliance, ensuring we met ISO standards. This process has been since rolled out at 5 different UK sites. I am solely responsible for 12 team managers with 240 FTE, which has seen these managers as a collective rise over 10% tNPS in the last quarter. I have also set up training courses for managers on the clients request to help them identify what good sounds like on a call. I provide coach the coach support for managers to increase coaching effectiveness. I have been calibrated by our client, ensuring I am 100% aligned, ensuring I am able to help managers meet the same alignment score, this has seen over a 20% increase in the last quarter for managers alignment over the whole site. I ran an NPS focus group with low performing advisors in the month of March, which saw a 56% average increase for the advisors in 3 weeks. I was named role model of the month for March 2016, for my mentoring skills with managers. I have designed, implemented and facilitated sessions to provide the support and enhance the skills for all areas of management.

Kilmarnock, United Kingdom

Customer Service manager on the Flying Start campaign for Vodafone, an inbound campaign looking after customers within the first 60 days of a new contract, or 16 days of an upgrade, this was a very customer-focused campaign, to provide the best service possible to customers at the start of their new commitment. I was responsible for attendance and performance managing a team of around 20 advisors, coaching and developing, and leading investigations and hearings. I am goal driven so prided myself on having the highest performing team on the campaign throughout this whole time, smashing the target of 30% tNPS, month on month. In the month of August 2015 I had a team of advisors with a relatively new tenure of 4 months, but had them out performing every other team, smashing the target, and winning a team night out. All advisors in the team hit over 20% tNPS that month, with the team average coming in at 37.5%. I have filled in at operational level when my immediate manager was on holiday responsible for 15 team leaders and 300 FTE, involved in the resource planning calls ensuring as a business we delivered to our clients needs. As part of my development I took on the role of reporting our performance to our directors and client on a weekly basis with the campaign performance, tNPS, NBA, service delivery and leakage. I set up many of the processes right from the off in the campaign, and also at the client request I undertook a successful leakage project, which saw a reduction for our client of over 60%. I picked up a number of team leader awards in my time on this campaign for my successful teams and work ethic.

Kilmarnock, United Kingdom

Taking Inbound calls, helping customers with account queries, and technical issues with handsets and the network, floorwalking for new advisors in our academy area

Glasgow, United Kingdom

Supervision of staffDirect Responsibility of the Concessions departmentManaging the concessions team of over 30 staff Dealing with customers and making sure of complete satisfactionOrdering of stockGeneral running of the cinemaThe counting and lodgement of takingsWeekly stocktaking dutiesResponsibility for the stockroom departments, stock control and stock rotationMaximising Sales potential from my Concessions team, by training and encouraging to upsell

Lifford, Ireland

Supervision of staffLodgement of box office and shop takingsPromotion and Marketing of Cinema and FilmsBooking of filmsIn charge of stock controlGeneral running of the cinemaHelped write a new Staff Training ManualHelped with the changeover to a new computerized systemIn charge of booking schools for visits during the holiday period, exceeded targets set